Customer Satisfaction Survey for Company A
Torniainen, Elsa (2018)
Torniainen, Elsa
Haaga-Helia ammattikorkeakoulu
2018
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2018120319608
https://urn.fi/URN:NBN:fi:amk-2018120319608
Tiivistelmä
The thesis was done as a commission to a tour operator in New Zealand. The company prefers to stay incognito and will be referred as “Company A” in this work. The study focuses on the Company A’s members who attend a four-day long “Tour X” to the northern parts of New Zealand. The aim of this thesis is to study German, British and North American cultures; the differences and similarities of them, to gain information how to improve the customer satisfaction of the “Tour X”. More specifically what did these target groups want from this tour and how did their cultural preferences differentiate from each other. This thesis aims to generate more information to Company A about these target groups and the customer satisfaction of the “Tour X”
The study was executed as a customer satisfaction survey. The survey was done using qualitative and quantitative methods. Research data was collected by using printed-out paper surveys and small interviews. The survey covers all the main activities of the tour and also has questions about cultural preferences based on the theoretical framework. The answers were gathered between the end of June to mid-November 2018.
Overall results indicate that the members were satisfied with the tour. Three improvement aspects that came up from the results were accommodation, dinner at Thirty30 and generally meeting the expectations. To be able to improve these three aspects the accommodation should be either followed up or changed completely. Instead of burger dinner Company A could provide the members a bit more variety in their dinner choices. Meeting the expectations is a sum of all the aspects of the tour, to be able to increase it all the smaller aspects should be improved first. The study behind cultural preferences proves to be right as from the results it can be seen that Germans find it important to do all activities listed in the itinerary and they care for tangibles. British people on the other hand prefer to attend package holidays and they do not place that much importance on tangibles. The study was successful as it provided a good quantity of diverse results and all of the research questions were answered.
The study was executed as a customer satisfaction survey. The survey was done using qualitative and quantitative methods. Research data was collected by using printed-out paper surveys and small interviews. The survey covers all the main activities of the tour and also has questions about cultural preferences based on the theoretical framework. The answers were gathered between the end of June to mid-November 2018.
Overall results indicate that the members were satisfied with the tour. Three improvement aspects that came up from the results were accommodation, dinner at Thirty30 and generally meeting the expectations. To be able to improve these three aspects the accommodation should be either followed up or changed completely. Instead of burger dinner Company A could provide the members a bit more variety in their dinner choices. Meeting the expectations is a sum of all the aspects of the tour, to be able to increase it all the smaller aspects should be improved first. The study behind cultural preferences proves to be right as from the results it can be seen that Germans find it important to do all activities listed in the itinerary and they care for tangibles. British people on the other hand prefer to attend package holidays and they do not place that much importance on tangibles. The study was successful as it provided a good quantity of diverse results and all of the research questions were answered.